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Data Mining Virtual Reference Chats

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dc.date.accessioned 2018-08-10T16:11:14Z
dc.date.available 2018-08-10T16:11:14Z
dc.date.issued 2017-03-07
dc.identifier.citation Ferrance, C., Lam, M. and Polchow, M. Data Mining Virtual Reference Chats. Washington Research Library Consortium Annual Meeting, Washington, D.C. 7 March, 2017. en_US
dc.identifier.uri http://hdl.handle.net/1920/11104
dc.description.abstract From surveying the literature, most chat transcript analysis for academic libraries has been based on sampling. This project departs from that approach. Three years of raw data (15,441 chat transcripts) from LibraryH3lp was examined to better understand user experience. Open and proprietary software was used to text mine, process, and analyze the transcripts to identify and visualize patterns. Using this “big data” provides a window into unique community needs and has measurable applications to web technology, reference, and assessment. en_US
dc.language.iso en_US en_US
dc.rights Attribution 3.0 United States *
dc.rights.uri http://creativecommons.org/licenses/by/3.0/us/ *
dc.subject Research Subject Categories::SOCIAL SCIENCES en_US
dc.title Data Mining Virtual Reference Chats en_US
dc.type Presentation en_US


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